Malwarebytes fails to open

[AdvancedSetup]

Please go ahead and run through the following steps and post back the logs when ready.
 
STEP 04
Please download Junkware Removal Tool to your desktop.

• Shutdown your antivirus to avoid any conflicts.
• Right click over JRT.exe and select Run as administrator on Windows Vista or Windows 7, double-click on XP.
• The tool will open and start scanning your system.
• Please be patient as this can take a while to complete.
• On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
• Post the contents of JRT.txt into your next reply message
• When completed make sure to re-enable your antivirus

STEP 05
Lets clean out any adware now: (this will require a reboot so save all your work)

Please download AdwCleaner by Xplode and save to your Desktop.

• Double click on AdwCleaner.exe to run the tool.
  Vista/Windows 7/8 users right-click and select Run As Administrator
• Click on the Scan button.
• AdwCleaner will begin...be patient as the scan may take some time to complete.
• When it's done you'll see: Pending: Please uncheck elements you don't want removed.
• Now click on the Report button...a logfile (AdwCleaner[R0].txt) will open in Notepad for review.
• Look over the log especially under Files/Folders for any program you want to save.
• If there's a program you may want to save, just uncheck it from AdwCleaner.
• If you're not sure, post the log for review. (all items found are adware/spyware/foistware)
• If you're ready to clean it all up.....click the Clean button.
• After rebooting, a logfile report (AdwCleaner[s0].txt) will open automatically.
• Copy and paste the contents of that logfile in your next reply.
• A copy of that logfile will also be saved in the C:\AdwCleaner folder.
• Items that are deleted are moved to the Quarantine Folder: C:\AdwCleaner\Quarantine
• To restore an item that has been deleted:
• Go to Tools > Quarantine Manager > check what you want restored > now click on Restore.

STEP 06


Please go here to run the online antivirus scannner from ESET.

• Turn off the real time scanner of any existing antivirus program while performing the online scan
• Tick the box next to YES, I accept the Terms of Use.
• Click Start
• When asked, allow the activex control to install
• Click Start
• Make sure that the option Remove found threats is unticked
• Click on Advanced Settings and ensure these options are ticked:
  • Scan for potentially unwanted applications
  • Scan for potentially unsafe applications
  • Enable Anti-Stealth Technology
• Click Scan
• Wait for the scan to finish
• If any threats were found, click the 'List of found threats' , then click Export to text file....
• Save it to your desktop, then please copy and paste that log as a reply to this topic.

 

STEP 07
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatibale with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press the Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.
• If you've run it before you'll need to manually place a check mark in the Additions.txt check box to get a new log.

 

Thanks

 

 

[Kiyah]

I scanned with adwcleaner and restarted but the file name was different from the one you specified. I'm not sure if that makes a difference?

Addition.txt

FRST.txt

ESET scan results.txt

JRT.txt

AdwCleanerC3.txt

[AdvancedSetup]

Please read the following article concerning the use of MSCONFIG and set it back to NORMAL
Msconfig Is Not A Startup Manager
 

 

I notice you have software from iObit on your system too.

The company behind this product was found to be stealing the MBAM database.
Personally I would not trust installing any software from a company that resorts to stealing someone's technology to sell their product.
Please see the following links and make up your own mind if you want to keep this on your system. If needed, your malware helper can help you remove it.

• IOBit Steals Malwarebytes' Intellectual Property
• IOBit's Denial of Theft Unconvincing
• IOBit Theft Conclusion
• IObit: Trusting Your Antivirus Vendor
• Malwarebytes: IObit Stole Our Signatures Database
• IObit accused of stealing from Malwarebytes
• IOBit sucks at ethics
  

 

 

You also have old compromised Java on the system. Please run the following.

 

Please go into Control Panel, Add/Remove and uninstall ALL versions of Java and then run the following.
 
Please download JavaRa-1.16 and save it to your computer.

• Double click to open the zip file and then select all and choose Copy.
• Create a new folder on your Desktop named RemoveJava and paste the files into this new folder.
• Quit all browsers and other running applications.
• Right-click on JavaRa.exe in RemoveJava folder and choose Run as administrator to start the program.
• From the drop-down menu, choose English and click on Select.
• JavaRa will open; click on Remove Older Versions to remove the older versions of Java installed on your computer.
• Click Yes when prompted. When JavaRa is done, a notice will appear that a logfile has been produced. Click OK.
• A logfile will pop up. Please save it to a convenient location and post it in your next reply.
  

Next:
 
Please Run TFC by OldTimer to clear temporary files:

• Download TFC from here and save it to your desktop.
• http://oldtimer.geekstogo.com/TFC.exe
• Close any open programs and Internet browsers.
• Double click TFC.exe to run it on XP (for Vista and Windows 7 right click and choose "Run as administrator") and once it opens click on the Start button on the lower left of the program to allow it to begin cleaning.
• Please be patient as clearing out temp files may take a while.
• Once it completes you may be prompted to restart your computer, please do so.
• Once it's finished you may delete TFC.exe from your desktop or save it for later use for the cleaning of temporary files.
  

 
 

Then restart the computer and run a new FRST scan and make sure you place a check mark in the Additions.txt check box and post back both new logs.

[Kiyah]

I read the through the links you gave me and I now understand the reasons for uninstalling Iobit. I had thought I already uninstalled all Iobit programs but the logs appear to suggest that there were some leftovers; Gamebooster and ASC  in particular. Any suggestions on how to completely remove them?

 

I also downloaded WinPatrol and set Msconfig.exe to "Normal startup".

JavaRa.log

Addition.txt

FRST.txt

[AdvancedSetup]

We can look at the removal of iObit soon. Please go ahead now and restart the computer one more time. Then temporarily disable  your antivirus and install MBAM.

Then try to launch and update MBAM and let me know the results.

 

Then once done enable your antivirus.

[Kiyah]

I disabled both windows defender and webroot then installed Malwarebytes. The installer still gave me the internal error after finishing and Malwarebytes didn't open.

[AdvancedSetup]

Well we can continue to try to take a look at it here but we may go back and forth more doing it that way. It might be best to open a ticket on the help desk and work with one of the support techs. They have access to the QA Team that can review as well. I'd be more of a middle man to the process which would take longer. Please let me know what you'd like to do.

 

Thanks

 

Ron

[Kiyah]

I don't mind if the process takes longer but I also don't want to waste your time if my situation is hopeless in the end. If it turns out that it is then I'd take your recommendation and go to support, but for now I'd like to continue, that is if you're willing to as well.

[Ried]

Hello Kiyah,  I work the HelpDesk and also QA and to help save you more waiting time, I'll work with you in here.

 

Webroot has changed a lot of policies on the machine and may be interfering with the installation.  Uninstall Webroot, reboot, then try again to install Malwarebytes.

 

Let me know how that goes.

[Kiyah]

Hello Ried, thanks for your help. I initially had trouble uninstalling Webroot as it would somehow still run after I ran the uninstall from Control Panel. I went into safe mode and downloaded the webroot removal tool to get rid of it. Then I ran mbam-clean, restarted and tried installing it. The internal error was still present and Malwarebytes didn't open.

[Ried]

You're welcome Kiyah,

 

Since you had trouble uninstalling Webroot, I'd like to get a new FRST log to make sure all the policy changes were reversed.  Double click FRST64.exe and click Scan.

 

Please attach the new FRST.txt in your next reply.

[Kiyah]

I believe that McAfee saw Webroot as a program that would interfere with it's installation and so did not install in the beginning as I was able to complete installing McAfee after removing Webroot. However when I ran a full scan it came up with nothing.

I attached the FRST file.

FRST.txt

[Ried]

Thanks, Webroot left all the altered Policies. Let's set those back to default and see if that helps.

 

Turn off McAfee completely so it does not interfere with this fix, nor the install of Malwarebytes.  We also don't want McAfee kicking in during the reboot so make sure it is off.

 

Download the attached Fixlist.txt and save it in the same location as FRST64.exe

 

1. Double click FRST64.exe to launch the tool
2. When the tool opens, click the FIX BUTTON.
3. Once it has finished, a Fixlog.txt will open and also have been saved in the same location the tool was run from.  Attach the Fixlog.txt in your next reply so I can verify the corrections took place.

 

Now please try again to install Malwarebytes.  Run mbam-clean first, reboot, then install Malwarebytes.  Any luck?

 

 

Fixlist.txt

[Kiyah]

Ok I had to uninstall McAfee because for some reason I couldn't open it to disable the protection temporarily. I ran the FRST with the fixlog and ran mbam-clean but the error still appeared and malwarebytes wouldn't open.

Fixlog.txt

[Ried]

At what point of the installation do you see this error?

[Kiyah]

Right at the end of installing before you have the option to launch Malwarebytes.

[Ried]

Thanks. Do you see a desktop icon and if so, what happens if you double click it?

[Kiyah]

When I double click Malwarebytes it asks for permission but it never loads up when I click yes.

[Ried]

Have you tried installing it in Safe Mode?  If not, try that now - just reinstall it over itself.

 

If it still gives the error message,  would you mind collecting a special Process Monitor log for me to share with our QA department and see if they can spot where the problem lies?

 

If so, here is the procedure. (It looks a lot more difficult than it really is)
 
First, create a new folder on your desktop called Logs

 

Next, download Process Monitor from here and save it to your desktop
http://live.sysinternals.com/Procmon.exe

 

Right click Procmon.exe and select Run as Administrator

 

 In Process Monitor, click on File at the top and select Backing Files…

 

Click the circle to the left of 'Use file named:' and click the … button

 

 Browse to the Logs folder you just created and type MBAM Log in the File name: box and click Save
 Exit Process Monitor.

 

The idea here is to capture the internal Windows activity but we don't want a huge logfile to wade through.

 

Double click the mbam-setup.exe file to start the install again (no need for mbam-clean, just install over the top of itself again).  Once you do that, Right click Procmon.exe and run as Administrator. You won't notice it, but It will begin logging at this point - continue with the installation of mbam - let Procmon keep running.

 

Once you see that error message, close Process Monitor.

 

The log will have been saved automatically to the Logs folder you created on your Desktop.
Right-click on the Logs folder and select  'Send To' and select Compressed (zipped) Folder

The zipped log will be too large to upload to attach here, so please upload it to wetransfer.com  and send me the link to the download.

[Kiyah]

I tried running Process monitor but it fails to open. I had this issue months before when I was trying to manage my startup programs. I cannot remember if I managed to get it working as others with 64-bit computers also had the same issue, or if I simply found an alternative program. I'll come back to you if I manage to get it working.

[Kiyah]

Ok I had to download an older version of Process Monitor (3.03 to be exact) to get it working. The download link is: http://we.tl/gTRtz20QHM

[Ried]

There is no reason you should have to use an older version. To me, this indicates some serious Operating System issues and you may want to consider performing a Repair install.  Let's see what comes back with Process Monitor.

[Kiyah]

I found that from a solution in this link: http://serverfault.com/questions/341043/process-monitor-fails-to-start-on-a-64-bit-computerthat I was able to run the lastest version of Process monitor using a resource extractor. Would this still indicate OS issues? Though in the meantime I'll consider your suggestion and skim read the method for a repair install if it comes down to that.

[Ried]

I'm sorry for the delay, I was waiting for you to run Procmon and send me a link to the log.

 

I still think you likely have OS issues, but please run Procmon as previously instructed and send me the link once you have it uploaded

[Kiyah]

Oh I see the reason now. It was my fault because I didn't specify, but the download link I posted in #46 was the Process monitor log:

 

http://we.tl/gTRtz20QHM

 

Sorry, my bad!

 

Also I'm on a different computer because the battery on my laptop is dead and the charger I have for it is broken so I won't be able to carry out any tasks until Saturday.